Ferrysoft

Ferrysoft Help Desk

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Ferrysoft Help Desk is a web based help desk solution. The Express Edition is free of charge. Click the screen shot to learn more about Ferrysoft Help Desk.

How to configure Organisations, Contacts, Users and Roles in Ferrysoft Help Desk

Organisations

There are three types of organisation that can be configured in Ferrysoft Help Desk:

Internal
Only one internal organisation is allowed. The internal organisation is intended to be the organisation that owns or operates Ferrysoft Help Desk.
Customer
Multiple customer organisations are allowed. Customer organisations are usually external customers that the internal organisation provides a help desk service to, via Ferrysoft Help Desk. It is also possible to configure internal groups within the internal organisation as Customer organisations for the purpose of managing contacts within those groups. So, within Ferrysoft Help Desk, the internal groups are treated as customers of the internal organisation.
Supplier
Multiple supplier organisations are allowed. Supplier organisations are usually external suppliers that the internal organisation works with, in order to provide a help desk service, via Ferrysoft Help Desk. It is also possible to configure internal groups within the internal organisation as Supplier organisations for the purpose of managing contacts within those groups. So, within Ferrysoft Help Desk, the internal groups are treated as suppliers to the internal organisation.

The screen image below shows the Organisations page.

Organisations

Contacts

Contacts identify individuals that interact with Ferrysoft Help Desk. A contact record stores the individual's name, email address, phone numbers and other information that is specific to the individual. Contacts are always associated with an organisation. Therefore, contacts are one of the three organisation types of Internal, Customer or Supplier. Internal Contacts can be associated with a case via the Assigned To field. Customer Contacts can be associated with a case via the Customer Contact field. Supplier Contacts can be associated with a case via the Supplier Contact field.

A contact record can be optionally bound to a user record. If a contact record is bound to a user record then the user can log into Ferrysoft Help Desk and interact directly, depending on the role granted to the user. If a contact record is not bound to a user record then the user cannot log into Ferrysoft Help Desk and the contact's interaction is limited to logging cases via email and receiving alerts via email.

The screen image below shows the Existing Contact page.

Existing Contact

Users

Users identify individuals that can log into Ferrysoft Help Desk. A user record stores the individual's login name, password, email address and other information that is specific to the individual. In order to login to Ferrysoft Help Desk, a user must be bound to a contact record and hold a help desk role. The type of help desk role determines what the user is allowed to do within Ferrysoft Help Desk.

The screen image below shows the Existing User page.

Existing User

Roles

There are three types of role that can be configured in Ferrysoft Help Desk:

Help Desk Role
This role controls what the user is allowed to do while logged into Ferrysoft Help Desk.
Discussion Forum Role
This role controls what the user is allowed to do within the Discussion Forum sub-system.
Knowledge Base Role
This role controls what the user is allowed to do within the Knowledge Base sub-system.

Help Desk Role

This table summarises the meaning of the help desk roles.

Role Meaning
<None> No access is allowed to Help Desk.
User (access to cases: own=read, others=none) User access is allowed to Help Desk. Own cases can be read only.
User (access to cases: own=write, others=none) User access is allowed to Help Desk. Own cases can be read or modified.
User (access to cases: own=write, others=read) User access is allowed to Help Desk. Own cases can be read or modified. Cases assigned to other users can be read only.
User (access to cases: own=write, others=write) User access is allowed to Help Desk. Own cases can be read or modified. Cases assigned to other users can be read or modified.
Administrator Full access is allowed to Help Desk, including access to all cases and access to administration functions (for internal contacts only).

Discussion Forum Role

This table summarises the meaning of the discussion forum roles.

Role Meaning
<None> No access is allowed to Discussion Forum (but public access is allowed).
User User access is allowed to Discussion Forum.
Moderator Moderator access is allowed to Discussion Forum.

Knowledge Base Role

This table summarises the meaning of the knowledge base roles.

Role Meaning
<None> No access is allowed to Knowledge Base (but public access is allowed).
User User access is allowed to Knowledge Base.

Help Desk Role for Internal Contacts

This table shows the meaning of the help desk roles for Internal Contacts.

Internal Contacts Own Read Others None Own Write Others None Own Write Others Read Own Write Others Write Administrator
Access My Profile page Yes Yes Yes Yes Yes
Access Reports page Yes Yes Yes Yes Yes
Access Administration page No No No No Yes
Access own cases (including download of attached files) Yes Yes Yes Yes Yes
Access cases of others (including download of attached files) No No Yes Yes Yes
Create cases for self No Yes Yes Yes Yes
Create cases for others No No No Yes Yes
Change / Delete own cases (including Upload, Delete and Undelete of attached files) No Yes Yes Yes Yes
Change / Delete cases of others (including Upload, Delete and Undelete of attached files) No No No Yes Yes
Set Assigned To No No No Yes Yes
Set Customer Contact No Yes Yes Yes Yes
Set Supplier Contact No Yes Yes Yes Yes

Help Desk Role for Customer Contacts

This table shows the meaning of the help desk roles for Customer Contacts.

Customer Contacts Own Read Others None Own Write Others None Own Write Others Read Own Write Others Write Administrator
Access My Profile page Yes Yes Yes Yes Yes
Access Reports page Yes Yes Yes Yes Yes
Access Administration page No No No No No
Access own cases (including download of attached files) Yes Yes Yes Yes Yes
Access cases of others within the same customer organisation (including download of attached files) No No Yes Yes Yes
Create cases for self No Yes Yes Yes Yes
Create cases for others within the same customer organisation No No No Yes Yes
Change / Delete own cases (including Upload, Delete and Undelete of attached files) No Yes Yes Yes Yes
Change / Delete cases of others within the same customer organisation (including Upload, Delete and Undelete of attached files) No No No Yes Yes
Set Assigned To No No No No No
Set Customer Contact to any contact within the same customer organisation No No No Yes Yes
Set Supplier Contact No No No No No

Help Desk Role for Supplier Contacts

This table shows the meaning of the help desk roles for Supplier Contacts.

Supplier Contacts Own Read Others None Own Write Others None Own Write Others Read Own Write Others Write Administrator
Access My Profile page Yes Yes Yes Yes Yes
Access Reports page Yes Yes Yes Yes Yes
Access Administration page No No No No No
Access own cases (including download of attached files) Yes Yes Yes Yes Yes
Access cases of others within the same supplier organisation (including download of attached files) No No Yes Yes Yes
Create cases for self No Yes Yes Yes Yes
Create cases for others within the same supplier organisation No No No Yes Yes
Change / Delete own cases (including Upload, Delete and Undelete of attached files) No Yes Yes Yes Yes
Change / Delete cases of others within the same supplier organisation (including Upload, Delete and Undelete of attached files) No No No Yes Yes
Set Assigned To No No No No No
Set Customer Contact No Yes Yes Yes Yes
Set Supplier Contact to any contact within the same supplier organisation No No No Yes Yes